Customer Solutions Advocate (Collections)

Fifth Third Bank; United States; On-site; USD 35,000 - 48,000; Full time

Job summary

Fifth Third Bank in Grand Rapids, MI, is seeking a Customer Solutions Advocate (Collections) to work on-site with delinquent accounts, contacting customers and negotiating payments to prevent losses.

The role focuses on documenting collection efforts, evaluating delinquency causes, and escalating complex cases while maintaining compliance. A high school diploma and at least one year in customer service or collections are required.

Qualifications

• High school diploma or equivalent.
• Minimum one-year customer service or collection experience required.
• Strong oral and written communication skills.
• Attention to detail.
• Basic mathematical and analytical skills.
• Strong computer aptitude.

Responsibilities

• Pursues communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to resolve delinquency.
• Monitor delinquent loans to identify opportunities to avoid repossessions or bankruptcies and reduce losses.
• Identify, evaluate, and resolve reasons for delinquency.
• Record all collection efforts via the collection system with accurate notes.
• Conduct research and gather documents to support collection efforts.
• Utilize cross-sell of alternative loan products to reduce losses and promote continued business when applicable.
• Record all collection efforts via the collection system with accurate notes.
• Execute department strategy to collect delinquent accounts.
• Access statements and third-party data to locate customer contact and inform decisions.
• Stay in compliance with QA guidelines.
• Escalate issues to supervisor or agencies as needed.
• Review daily performance reports.

Skills

Customer service

Collections experience

Communication skills

Attention to detail

Basic math

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Make banking a Fifth Third better®
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

This is an ON-SITE position at 1850 E Paris Ave SE in Grand Rapids

GENERAL FUNCTION:

Under direct supervision, collects and documents Mid-Stage, Late Stage and High Risk delinquent accounts in accordance with departmental, investor, and legal guidelines, ensuring attainment of company goals. Collects on all title collateral products, utilizing multiple systems. Position has direct impact to prevent bank losses in excess of $70MM per year.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIESAND RESPONSIBILITIES:

• Pursues communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to resolve delinquency.
• Monitor delinquent loans to identify, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, etc., exist to reduce the loss to Fifth Third (loan modifications, Deferments/Re-ages etc).
• Identify, evaluate, and resolve reasons for delinquency.
• Record all collection efforts via the collection system ensuring that all accounts are noted accurately.
• Conduct research, ordering payment copies, credit bureau reports, statements, and credit applications as necessary, to support the collection efforts.
• Utilize cross sell of alternative loan products to reduce losses and promote continued business when applicable.
• Record all collection efforts via the collection system insuring that all accounts are noted accurately.
• Execute department strategy plan to collect delinquent accounts.
• Access statements, applications, and third-party vendor services to locate or perfect customer contact and make some strategic actionable decisions.
• Stay in compliance with the Fifth Third Quality Assurance Desktop Procedure guidelines.
• Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.
• Review daily reports to identify job performance month to date and task completion.
• Insures completion of all projects and/or additional assignments assigned to them.
• Perform other duties as business needs dictate as directed by management

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school diploma or equivalent.
• Minimum one-year customer service or collection experience required.
• Strong oral and written communication skills.
• Attention to detail.
• Basic mathematical and analytical skills.
• Strong computer aptitude.

#LI-EG1

Customer Solutions Advocate (Collections)

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Grand Rapids, Michigan 49546

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.